Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 304

Analytics NPS Financial Analysis 304

Bob Hayes

MAY 7, 2018

2007), using the same technique employed by Reichheld to show the relationship between NPS and growth, used survey results from the American Customer Satisfaction Index (ACSI) to create scatterplots to show the relationship between satisfaction and growth. 2006; Gruca & Rego, 2005). For example, Keiningham et al.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

2007), using the same technique employed by Reichheld to show the relationship between NPS and growth, used survey results from the American Customer Satisfaction Index (ACSI) to create scatterplots to show the relationship between satisfaction and growth. 2006; Gruca & Rego, 2005). For example, Keiningham et al.

NPS 86

NPS Net Promoter Score Data Loyalty 86